Service Oriented Retail Culture Comes to China

Adam Minter, Best Buy Booming in China, MinnPost.com, Feb. 5, 2008.

Best Buy, America’s largest electronics retailer is “going international” to keep pace with its huge growth rates since the 1960s. Best Buy is challenging the traditional Chinese retail model that favors aggressive sales techniques. Best Buy is training its Chinese employees to adapt a service-oriented retail culture, which is “foreign to China’s thriving price-sensitive, commission-based electronics” sector. This strategy will hopefully allow Best Buy to be competitive in the overly saturated Chinese electronics sector. Thus far, the store’s unique model seems to be retaining customers. According to exit interviews conducted in June of 2007, “62% of visitors have come to the store at least three times.” People seem to like having the freedom to shop without the pressure from employees to buy.

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